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Defining Patient Experience
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Patient Experience Defined:

Defining Patient Experience - The sum of all interactions, shaped by an organization's culture, that influence patient perceptions across the continuum of care.

- The Beryl Institute

> View Defining Patient Experience Learning Bite
> Read Defining Patient Experience, Patient Experience Journal, Vol. 1, Issue 1
> Learn more about the history of patient experience

To develop the Institute's definition of patient experience, we formed a work group of patient experience leaders from a cross-section of healthcare organizations. The group shared perspectives, insights and backgrounds on what patient experience means to them and collaboratively created this definition. We believe it provides a terrific starting point for the conversation around this important issue.

Critical to the understanding and application of this definition is a broader explanation of its key elements:

InteractionsCulturePerceptionsContinuum of Care
The orchestrated touch-points of people, processes, policies, communications, actions, and environmentThe vision, values, people (at all levels and in all parts of the organization) and communityWhat is recognized, understood and remembered by patients and support people. Perceptions vary based on individual experiences such as beliefs, values, cultural background, etc. Before, during and after the delivery of care

Industry leaders are applying this definition:

"Our adoption of the definition has provided significant breakthroughs in all of our patient experience initiatives. It provides a solid foundation as PX is woven into the fabric of our culture."

Nicole L. Bailey
Director, Patient & Guest Experience
Laurel Regional Hospital

"I plan to incorporate the definition in all patient experience initiatives. From reorganizing and restructuring New Employee Orientation to education updates for all current employees, the ideals in the definition will support the basis for development."

Juan Luna
Director, Patient Experience and Volunteer Services
Medical Center of Arlington, HCA
"The definition will allow me as a driver in improving the patient experience at our organization to include those key elements (interactions, current culture, perceptions, across the continuum of care) in our discussions to encourage a more integrated, quality experience that exceeds the expectations of each patient."

Paul Clarke
Patient Experience Manager
NCH Healthcare System

The History of Patient Experience

Hear perspectives from two leading Patient Experience thought leaders. Wendy Leebov, Partner at Language of Caring, and Mary Malone, President of Malone Advisory Services, discuss the history of patient experience and its growth in the healthcare industry. Perfect as tools to share with growing patient experience professionals or to reenergize efforts for experienced leaders, learn about the many influences that led to the existing patient experience movement and how we all have an impact in this emerging field.

Learn more about the history of patient experience in the PX Body of Knowledge History course where you will grasp the core foundation of patient experience and review the evolving role of patient experience in healthcare today.

Wendy Leebov
Language of Caring

Mary Malone
Malone Advisory Services

Stay on the cutting edge of the issues regarding the Patient Experience. Become a member today.


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